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Managing Customer Experience Induced Business Opportunities

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Added on  2021-02-16

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Managing Customer Experience INTRODUCTION 1 TASK 11 P1 Value and importance of understanding the needs, wants and preferences of target customer groups 1 P2 Different factors that drive and influence customer engagement of different target customer groups 2Customer experience map TASK 24 P3 Customer experience map4 P4 Customer touch-points throughout the customer experience create business opportunities 6 TASK 37 P5 Digital technology is employed in managing the customer experience 7 TASK 48 P6 Customer Service Strategies 8 P7 Customer service strategies

Managing Customer Experience Induced Business Opportunities

   Added on 2021-02-16

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Table of ContentsINTRODUCTION ..........................................................................................................................1TASK 1............................................................................................................................................1P1 Value and importance of understanding the needs, wants and preferences of targetcustomer groups......................................................................................................................1P2 Different factors that drive and influence customer engagement of different targetcustomer groups......................................................................................................................2TASK 2............................................................................................................................................4P3 Customer experience map.................................................................................................4P4 Customer touch-points throughout the customer experience create business opportunities.6TASK 3............................................................................................................................................7P5 Digital technology is employed in managing the customer experience...........................7TASK 4............................................................................................................................................8P6 Customer Service Strategies..............................................................................................8P7 Customer service strategies create and develop the customer experience.......................9CONCLUSION..............................................................................................................................11REFERENCES..............................................................................................................................12
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INTRODUCTION Customer experience is collection of process that an organisation uses to oversee,organise and also track communication among firm and consumers throughout consumer lifecycle. Its main aim is to optimise the interactions from perspective of consumers as well asenhance their loyalty. In order to manage better consumer experience, firm requires to developbetter customer- centric strategy that helps in encompasses all kinds of interactions (Alexander,2013). This present report is based on McDonald restaurant. It provides the fast food services toconsumers and it is specialised in selling burgers. Under this mention report will be discussionabout importance and value of wants, preferences and needs of target consumer’s groups forservice industry. Consumers touch- points throughout experience of consumer develop betterbusiness opportunities will be mention in this. TASK 1P1 Value and importance of understanding the needs, wants and preferences of target customergroupsCustomers are the main part of the organisation and it is a responsibility of firm tounderstand their needs and demands in a proper manner and also satisfy them. Before produce, itis necessary for firm to understand wants and needs of consumers and also try to fulfil them. Themain focus of the McDonald company is on fulfilling demands of consumers by providing thehealthy food products to consumers in an effective manner. It is essential of an organisation tounderstand target market as well as needs of customers in order to promote products which arepromoted by McDonald restaurant and it will be helpful in take the better strategic decisions.Consumers needs are the things which they need, expects and wants in service or goods (Ariffinand Maghzi, 2012). In context to this, customer’s segmentation can be made after identifyingtheir demands, needs and expectations in target market. It will be helpful in better productdevelopment as well as execution. In regards to provide the better consumer experience, it is important for McDonaldrestaurant to determine or understand needs, preferences and wants of consumers throughconducting research. After analysing demands and needs of consumers, restaurant can segmentmarket group to divide the different customer’s groups on the basis of their preferences,beatitudes and behaviours. If firm will provide better quality of services to people, then it will be1
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